Front Office Supervisor

Job description

Grow with us... Life at Starwood Hotels is based on a simple idea: the world is beautiful and we want to keep it that way. But we can’t do it alone. That’s why hiring thoughtful and inspiring Team Members and Leaders who understand that our people, collaboration, stellar service, and respect for nature are so important to us. Come grow with a company where purpose and possibility meet. Starwood Hotels is home to some of the most dynamic brands in the world. We exist to improve the planet—one hotel at a time—and we’re defined by impact, purpose, and a deep respect for the world around us. (And yes, we even compost our bad ideas.). 1 HOTELS IS... Natural. Nature guides everything we do. Modern. Of the time, with an eye on the past and a foot in the future. Conscious. Mindful of how our hotels are created and how our guests are treated. Discovery. Explorations of surrounding locales. Imperfect. Still evolving — we don’t have all the answers. Committed. Bettering ourselves and bettering the industry. 1 Hotels invites guests to live in rhythm with nature—offering spaces that restore, inspire, and come alive from day to night, where sustainability, wellness, and social energy exist in thoughtful balance. We love this role at Starwood Hotels & Resorts because it has so many different facets. There’s abundant opportunity to be creative, warm, imaginative—and further develop your leadership skills in our Front Office department. We have an opportunity for a service-minded Front Office Supervisor to lead and inspire our great-natured service team. Our Front Office Manager will train, supervise and help mentor new hires, setting them up for success in the most productive ways. It’s a role in which you’ll be constantly interacting with guests, whether you’re welcoming them from across an ocean or just around the corner. And you’ll be teaching others to do the same, so leading by example is everything in this role. The Front Office Supervisor is responsible for the success of the front desk, for ensuring guest satisfaction and product quality standards are met, and for managing all areas of the hotel according to Brand standards to achieve a friendly atmosphere of superior guest service and product quality. Displays exemplary performance for staff to follow. Supervises and manages team members. Ensure and maintains the productivity level of team members and ensure quality and that standards meet the expectations of guests on a daily basis . Contact appropriate individual or department (e.g. F&B outlets, Housekeeping, Engineering) as necessary to resolve service calls, requests, or glitches. Develop specific goals and plans to prioritize, organize and accomplish your work. Provide the leadership, vision and direction to bring together and prioritize the departmental goals in a way that will be efficient and effective. Provide services that are above and beyond for guest satisfaction and retention. Participate in the development and implementation of corrective action plans to improve guest satisfaction and strive to improve service performance. Improve service by communicating and assisting individuals to understand guest needs, provide guidance, feedback and individual coaching when needed. Respond to and handle guest problems and complaints. Report accidents, injuries, and unsafe work conditions; complete safety training and certifications. Work closely with Loss Prevention to ensure safety of our guests and team members. Understand and comply with loss prevention policies and procedures. Schedule team members to business demands and track team member time and attendance. Identify opportunities to optimize performance and create value by challenging existing processes, encouraging innovation and driving necessary change. Establish and maintain open, collaborative internal and external relationships and ensure direct reports do the same. Assist team in developing lasting relationships with guests to secure repeat business. Provide inspirational leadership to enliven the 1 Hotels Vision, Mission and Compass; deliver on Our Promise, provide Good-Natured Service and uphold our Brand Pillars. Train department team members: plan, assign and direct work; reward team members; address complaints and resolve problems. Provide guidance and direction to subordinates through coaching, counseling, mentoring, and reviewing performance. Empower team members to deliver the ultimate guest experience. QUALIFICATIONS & SKILLS : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. A post-secondary diploma or degree in a field of study related to this profession; Minimum of 2 years of experience in a comparable position and/or an equivalent combination of education and experience. Prior management experience in a quality luxury hotel brand. Proficient in verbal and written English communication Professional & appropriate business appearance and demeanor aligned with the 1 Hotel brand and culture. Excellent verbal and written communication skills. Proficient in verbal and written English communication While performing the duties of this job, the team member is regularly required to stand; use hands/fingers; to handle, or feel objects, reach with hands and arms, talk, hear, taste & smell. The team member is frequently required to walk, kneel, or crouch and must possess the ability to stand for long periods (more than 8 hours). Flexibility to meet the demands of a 24-hour operation. Due to the nature of the hospitality industry, team members may be required to work varying schedules, including holidays and weekends, to accommodate the business and demands of the property. Starwood Hotels is an equal opportunity employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non-discrimination on any protected basis covered under applicable law. If you require any special accommodation, please visit People Operations. Please note that this job description is not an exhaustive of tasks and duties, but serves a guideline for daily duties, which may change from time to time. About you... Passionate about hotel operations and guest service with a minimum of 2 years experience working in a Front Office supervisory role, preferably within an upper upscale or luxury hotel environment. A post-secondary diploma or degree would be a plus. Advanced knowledgeable of front office operations, a strong leader and a proven track record in guest and team member engagement and financial performance. Excels at communication, both verbal and written. Is able to accommodate a flexible schedule to include days, evenings, weekends and holidays About us... As a mission-driven company, our purpose is our true north, and our compass guides the way. The purpose we live by impacts the lives of our team members, drives the experiences for our guests, builds community with like-minded travelers and takes care of the planet we live in. Founded in 2006 by Barry Sternlicht, Starwood Hotels is a luxury hotel brand management company and affiliate of global private investment firm Starwood Capital Group. Starwood Hotels is an Equal Opportunity Employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non-discrimination on any protected basis covered under applicable law. If you require any special accommodations, please visit People Operations.